Free tool · Support metrics
Support funnel calculator
See where customers drop off between needing help and getting an answer, and which leak to fix first.
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About this tool
Support funnel calculator: how it works
A support funnel follows people from "I need help" to "solved". Some find the answer in the help center or a chatbot. The rest open a ticket, and those either get solved on the first reply, get escalated, or stall.
The calculator works out the rates and, more useful, the three places customers leak out: people who gave up before opening a ticket, tickets that were neither solved nor escalated, and escalations that never came back. The biggest of the three is where to spend next month.
Getting the first number right is the hard part. Count help center searches, chatbot conversations and tickets for the same period. If you use Ticketdesk, chat and email tickets are already in one place in reports.
What it does
- Overall resolution, FCR and self-service rate
- Escalation and post-escalation resolution
- Biggest leak with a suggested fix
- Warnings when the numbers do not add up
Building on Ticketdesk?
Automate tickets, AI agents and inboxes from your own code.
FAQ
Support funnel calculator: common questions
What is a good first contact resolution rate?
Around 70% is typical for email support, 80% or more is strong. Low FCR often means agents are missing account context, or the first reply asks for information the customer already gave.
How is overall resolution rate calculated?
(Self-service solves + first reply solves + solved after escalation) / everyone who needed help x 100.
What counts as self-service?
Any question answered without a person: help center articles, in-app guides or an AI chatbot. If you cannot measure it directly, use chatbot conversations marked solved plus help center searches that did not lead to a ticket.
How do I reduce support funnel drop-off?
Fix the biggest leak first. For people leaving before a ticket, answer common questions instantly and make reaching a human easy. For stalled tickets, follow up automatically. For escalations, give each one an owner and a deadline, and check response times.